Future-proof your contact center with cloud-based tools from Five9 and CBTS

July 28, 2022
Matt Douglass
Sr. Director Sales Engineering

As the omni-channel contact center experience grows more complex, it can be challenging to maintain consistency and continuity. With more companies shifting toward a remote work environment, it’s even more important to equip agents with the same service capabilities regardless of location.

Five9 Contact Center as a Service keeps businesses of all sizes poised for growth.

Aging on-premises contact center solutions can’t keep pace with the rapidly changing telecommunications landscape. As a result, limited technical capabilities can hold companies back. By contrast, the feature-rich functionality of Five9 Contact Center as a Service (CCaaS) from CBTS keeps businesses of all sizes nimble and poised for growth.

Cloud-based contact center solutions can help companies keep pace with these changes by equipping agents to provide stellar service across channels, leveraging advanced features and unlimited integration capabilities to stay ahead of the curve. By offering Five9 Contact Center as a Service, CBTS gives enterprise clients a scalable platform to enhance the customer experience while streamlining agent workflows. Combining these contact center tools with Unified Communication as a Service (UCaaS) solutions from CBTS empowers companies to future-proof their contact center experience for remote agents and customers.

This blog will discuss a few ways Five9 and CBTS are working together to expand customer service communication capabilities.

Read more about remote work best practices here: 10 Tips for Engaging New Work-at-Home Agents

Delivering a seamless contact center experience

Call center agents can’t provide a streamlined customer experience if they have to toggle between multiple systems to field incoming calls, use outbound dialers, or switch from voice to other channels. The Five9 blended contact center unifies inbound and outbound calling features to bridge this gap so agents can access multiple applications simultaneously through a single cloud-based platform.

In addition, CCaaS and UCaaS solutions connect agents with customers across voice, e-mail, web, social, chat, and mobile. Built-in integrations and advanced API capabilities offer connectivity to critical business applications that agents use every day. Customers ultimately benefit from this seamless experience, thanks to integrations with Salesforce, Microsoft (Dynamics), NetSuite, Oracle (Service Cloud), ServiceNow, Sugar CRM, Velocify, Zendesk, and Zoho. This collaboration also includes open REST-based API functionality that integrates with existing systems, enabling higher quality service across channels.

Empowering call center agents anywhere

Whether your agents work from one central office, multiple locations, or remotely from home, Five9 Contact Center and CBTS offer scalable support. The flexible cloud-based platform keeps agents connected anywhere, on any device, by providing reliable access to all the tools they need.

Five9 also offers comprehensive supervisor capabilities that let you monitor, whisper, and barge into calls from any location so that you can manage agent interactions everywhere. Plus, real-time insights and robust performance metrics help supervisors manage contact center operations at a glance.

Other contact center features from Five9 and CBTS include:

  • Bundle integrated collaboration and UCaaS solutions to reduce expenses.
  • Single account team, project management, training, and implementation.
  • Overlay hosted unified communications advanced PBX features.
  • No interruption of service and ease of migration.
  • Common calling plan and extension dial legacy systems.
  • Consolidated billing for all solutions.
  • Redundant global data centers.
  • Strict end-to-end security protocols.
  • Real-time software upgrades.
  • 99.99% uptimes.
  • 24x7x365 U.S.-based support. 

Integrated solutions with Five9 CCaaS and UCaaS

Technological advances in cloud computing allow companies to integrate UCaaS with CCaaS solutions, allowing both service types to be accessed through a single platform (such as Webex or Microsoft Teams).

Bundling Five9 Contact Center software with CBTS UCaaS solutions can reduce expenses while streamlining your company’s telecom infrastructure into one flexible platform with a single vendor. In addition, as a single solution provider, CBTS can fully customize each client’s communication capabilities—allowing you to bring your own voice (BYOV) provider or adopt a cloud-based voice solution like Webex Calling or Microsoft Teams Voice to support your agents’ PSTN calling.

CCaaS offers flexible scalability as your contact center needs grow and change. You can simply add more agent licenses with our concurrent user-based pricing, IVR ports, and line capacity—only paying for what you use to make growth more affordable. Additionally, the interfaces are intuitive, and training is included so administrators can easily add and change routing strategies and IVR call flows.

Read more: How to launch a modern call center to offer seamless service in times of crisis

Future-proofing the Furniture Mart contact center with Five9 CCaaS and Cisco UCaaS

Due to an aging, inefficient communications infrastructure, the Furniture Mart partnered with CBTS to upgrade its contact center processes and move away from dependence on analog phone systems. The implementation of CCaaS and UCaaS technology modernized its communications systems and integrated capabilities to improve customer satisfaction.

CBTS provided the following solutions:

  • A custom-designed platform that combines Five9 software with a Cisco UCaaS solution across the entire environmen.t
  • A fully-integrated voice solution with unified inbound and outbound calling, allowing agents access across multiple apps in a single platform.
  • An upgraded omni-channel communications hub with voice, SMS-text, chat, and e-mail capabilities.

As a result, the Furniture Mart employees now utilize a seamless set of communication tools that improve the customer experience and reduce the risks associated with relying on analog systems. Calls and other communications can now easily be dispatched from customers between different departments. Additionally, the company’s modernized communications solution has improved collaboration potential and workplace productivity.

“The outstanding CBTS project management team walked with us throughout the whole process. Their ability to solve our company challenges rose above just the technical aspect and far exceeded our goals.” — Erald Gjoni, Chief Information Officer, The Furniture Mart USA

Read the complete case study: Leading furniture company enhances communications with combined UcaaS and CCaaS

Cloud-based communications solutions from CBTS

Consumers today demand faster service from companies across multiple communication channels. They expect contact centers to deliver extraordinary experiences with every interaction, but that becomes more challenging as communication technologies rapidly evolve. CBTS and Five9 will help you adapt quickly to the constantly changing technology landscape and stay ahead of the competition.

As a leading Five9 Contact Center provider and integrator, CBTS offers solutions to future-proof your contact center with reliable cloud-based tools that deliver consistent, high-quality customer experiences across channels, devices, and locations. The streamlined platform enables service with more flexibility, functionality, and consistency—ultimately boosting agent productivity and customer satisfaction.

Contact us to learn more about bundling Five9 Contact Center as a Service with CBTS enterprise voice solutions to enhance your contact center experience.

Read more about Five9 Contact Center solutions:

Enhance the customer experience by blending Five9 Contact Center as a Service with CBTS enterprise voice solutions

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